Learn about talking to customers in uncertain times, a remarkable credit card experience, and the power of Cracker Jack-esque surprises. Bite-Sized Delight From the Episode: • Concrete Communication in Uncertain Times - Using concrete, specific language helps give customers confidence in your ability to help them navigate uncertain times. • The Apple Credit Card - Changing the Landscape Again - By designing an aesthetically pleasing, customer-friendly credit card Apple hopes to reinvent yet another category. • Inflatable Pools with a Free Prize Inside - An unexpected free gift (that would normally be an upsell) helps connect end users to the manufacturer - even thought the item was purchased through a third party. Are You Looking for Things We Referenced? • Speaking to Customers in Uncertain Times - by Packard, Moore, and McFerrin in the M.I.T. Sloan Management Review • The Apple Credit Card • Cracker Jack-esque Surprises Find more links and a full transcript of the show at: http://ExperienceThisShow.com. See you next week!